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2nd Level IT Support (m/f/d)

City:  Köln
Job area:  Product & IT
Job field:  Product & IT
Seniority Level:  Mid-Senior level
Date:  Nov 23, 2021

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged to the most trusted platform of digital software solutions in business travel hospitality worldwide.

The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

We are looking for a service-orientated and motivated 2nd Level IT Support (m/f/d) to join our support team based in Cologne. You will be tasked with solving complex technical issues and will also collaborate with team members across all departments and hierarchies to assist them with their technical requirements. 

Your challenges

  • Operational work in the IT ServiceDesk: Processing, forwarding and monitoring of IT Service Requests and IT Incidents
  • Transfer of knowledge between all support levels and towards users - Knowledge Management
  • User- and Rights Management, guarantee the provisioning of all accesses and terminations in time and with high quality
  • Support, Onboarding and Training of employees in IT Standards, documentation of applications, systems and processes
  • Troubleshoot and resolve issues after pre-qualification with software, hardware and mobile devices
  • Take over ownership of ServiceDesk related applications
  • purchase and inventory of IT equipment and licenses, Software Asset and Configuration Management
  • Working on IT projects with related IT ServiceDesk activities
  • Close collaboration with internal and external partners, coordination of tasks to external provider
  • Manage, arrange and schedule user client updates
  • Support Problem Management Process
  • Analyze records and logs to spot issues
  • Consult the management in regards to management, operation and improvement of the client infrastructure

Your commitment

  • Successful completion of apprenticeship as a IT Specialist (system integration or application development) or similar 
  • Several years of working experience in 1st or 2nd Level Support
  • Strong understanding of ITIL Processes and knowledge in ITSM tool(s). 
  • ITIL (v3 or v4) Certification is preferred, but not required
  • Willingness to solve complicated problems and see projects through to completion
  • Analytical skills to study problems and records and identify solutions
  • Passion to proactively and constantly improve status-quo on all levels
  • Team-oriented attitude to help other colleagues and departments with technical problems
  • Interpersonal communication and relationship-building skills
  • Ability to work with all levels off staff within and outside of IT and outside the organization
  • Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
  • Ability to manage time and effectively prioritize numerous projects at one time
  • Fluent in English, spoken and written

Your rewards

At HRS we feel globally united and mutually responsible, a belief that is rooted in our company history and values: Thinking and acting like an entrepreneur, with everyone across the whole company being given the opportunity to take full ownership to deliver on our shared vision every single day.
You will work in a modern working environment with flexible working hours and the option to work from home. Our training and further education offers give you plenty of room for your personal growth and individual development.



Your perspective
You get access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.

Find out more about the HRS Group brands and its segments:
HRS Smarttrip              DS Destination Solution                   HRS Group                      HRS Global Hotel Solution

Req ID:  11101

Job Segment: Application Developer, Technology